Refund, Returns & EU Withdrawal Policy

Our Approach

At Yarra Jewels, every Signature piece is individually handcrafted to order based on the specifications a customer selects at the time of purchase, including elements such as ring size, metal, stone selection, setting, and any engraving or personalisation requested. Because each piece is produced specifically for the customer who ordered it and cannot be resold once made, we do not offer refunds, exchanges, or store credit for change of mind once production has commenced, except where required by applicable consumer protection law.

This does not affect your right to a refund, repair, or replacement where a piece arrives defective, damaged, or not as described. These remedies are always available regardless of whether a piece was made to order, and are addressed further under Quality Guarantee and Warranty below.

We encourage every customer to review their order details, sizing, and design selections carefully before purchase. Our team is available to answer questions prior to checkout to ensure each order is placed with confidence. As each piece is handcrafted, slight natural variations in finish, stone characteristics, or texture may occur and are part of the handmade nature of the product, not a defect.

EU Consumer Withdrawal Rights

If you are a consumer residing in the European Union, EU consumer protection law gives you the right to withdraw from certain online purchases within 14 days of receiving your goods, without providing a reason.

This right does not apply, however, to goods that are made to the consumer's specifications or are clearly personalised (Article 16(c), EU Consumer Rights Directive 2011/83/EU). Because Yarra Jewels Signature pieces are produced to each customer's individually selected specifications, such as size, stone, setting, or engraving, and cannot reasonably be resold to another customer once made, these pieces fall within this exemption and are not eligible for withdrawal once production has commenced.

Where an order has not yet entered production, or relates to a non-personalised item not covered by this exemption, EU customers may exercise their withdrawal right as follows:

• Submit a withdrawal request via our Withdrawal Request page, or email support@yarrajewels.com with your full name, order number, and the email address used for the order.

• Confirm your withdrawal request when prompted (a two-step process).

• You will receive an automatic email acknowledgment confirming receipt of your request, including the date and details of the order concerned.

Where the withdrawal right applies and no exemption is established, refunds will be processed within 14 days in accordance with applicable EU consumer protection law. Nothing in this policy limits any statutory right you may hold under the law of your country of residence.

Bespoke and Custom-Made Jewellery: CAD Approval Process

For all bespoke or custom-made jewellery, we provide a CAD (Computer-Aided Design) preview reflecting your selected specifications for your approval, typically sent within 7 business days of purchase.

You have 72 hours from receipt of the CAD to review it and either approve it or request changes. We will make reasonable efforts to contact you (by email and, where provided, phone or message) during this window. If we do not hear from you within 72 hours, we will follow up once more before proceeding; if you remain unreachable, we will proceed to production based on the design specifications you originally selected at checkout, as these reflect your confirmed order.

Production, not approval or silence, is what makes a piece non-cancellable. Once your piece has entered production, it is being crafted to your specific order and can no longer be cancelled, refunded, or exchanged for change of mind, as it is no longer a resaleable item. Design changes can only be accommodated before production begins. This does not limit your right to a remedy if the finished piece is defective, damaged in transit, or does not match the specifications you approved.

If you wish to cancel your order before production has commenced, please contact us as soon as possible. Where we have already incurred direct costs in preparing your order (such as gemstone sourcing, casting setup, or design work), a cancellation fee reflecting those actual costs incurred may apply. We will disclose this fee, and the basis for it, before confirming any cancellation.

Quality Guarantee and Warranty

We stand behind the quality of our craftsmanship and offer a Lifetime Warranty on all Yarra Jewels pieces. If you have a concern about your jewellery upon delivery, please contact us within 30 days of receiving your order, and we will assess the issue and work with you toward an appropriate resolution.

When We May Decline a Refund, Exchange, or Return

Separately from the EU withdrawal right addressed above, Yarra Jewels reserves the right to decline a refund, exchange, or return request where:

• The item shows signs of wear, damage, or use unrelated to a craftsmanship issue;

• The item is a bespoke, custom-made, personalised, or made-to-order piece that has entered production;

• The ring has been resized according to the customer's own specifications, or an incorrect finger size was provided by the customer;

• The concern raised is unrelated to craftsmanship or product quality, or can reasonably be resolved through repair, servicing, or adjustment under our warranty; or

• There is evidence of misuse, neglect, or accidental or intentional damage.

Nothing in this section limits any rights you may hold under applicable consumer protection law, including the EU withdrawal right described above where it applies.

Ready-to-Ship Pieces

A limited number of Yarra Jewels pieces are offered as Ready-to-Ship: pre-made, fixed-specification items held in stock rather than produced to an individual customer's order. The full specifications of each Ready-to-Ship piece, including size, metal, diamond cut, carat weight, and clarity grade, are listed on the product page prior to purchase. Because these pieces are not personalised or made to order, they are not covered by the made-to-order exemption described elsewhere in this policy, and standard return and withdrawal rights apply as set out below.

EU Customers: If you are an EU consumer, you have the right to withdraw from your purchase of a Ready-to-Ship item within 14 days of receiving it, without giving a reason, in accordance with EU consumer protection law. To exercise this right, please follow the Withdrawal Request process described earlier in this policy.

All Customers: Ready-to-Ship pieces may be returned for a refund or exchange, at your choice, within 14 days of delivery, subject to the following conditions:

• The item is unworn and shows no signs of wear, use, or damage;

• The item is returned in its original condition, with all original packaging, certification, and any accompanying documentation intact;

• The item has not been resized, engraved, or otherwise altered since delivery; and

• The return request is submitted within 14 days of the item being delivered to you.

Return shipping for Ready-to-Ship items is the customer's responsibility, except where the item is faulty, damaged, or not as described, in which case Yarra Jewels will cover return shipping. Once we receive and inspect the returned item and confirm it meets the conditions above, we will process your refund to your original payment method, or arrange your exchange, within 14 days.

Where an item fails to meet the conditions above (for example, signs of wear or alteration), Yarra Jewels reserves the right to decline the return or refund, or to offer a partial refund reflecting any reduction in the item's value, in accordance with applicable consumer protection law.